Liza Smith Email and Phone Number

• Provided Tier 2 IT desktop support to non-technical internal users through clear communication, empathy, and active listening skills.• Responded to support requests from end-users reducing downtime by troubleshooting and repairing hardware, software, and network issues. • Expedited resolution times and achieved higher levels of customer satisfaction by tailoring support strategies to individual needs and preferences.• Configured hardware, devices, and software to set up workstations for employees. • Served as a liaison between customers and cross-functional teams, addressing recurring customer issues and implementing long-term solutions, implementing IT projects, and ensuring seamless integration with existing systems.• Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.• Tested new software and hardware prior to deployment.• Performed tests of functionality, security, and performance of different workstations and devices.• Assisted in onboarding new hires, providing training materials and mentorship on company policies and procedures.• Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.• Continuously updated personal technical expertise through self-study, webinars, and workshops.• Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.• Developed technical documentation for end-users.• Researched and identified solutions to technical problems.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.

• Enhanced customer satisfaction by promptly resolving technical issues and providing clear solutions.• Walked user through series of steps to determine problem and implement solution.• Logged activities in tracking system to maintain accurate, timely records.• Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving.• Responded to inquiries by phone and email.• Collaborated with IT team members to identify recurring problems and develop long-term fixes.• Diagnosed and troubleshot hardware, software, and network issues.• Researched and identified solutions to technical problems.• Configured and tested new software and hardware.• Created user accounts and assigned permissions.

• Diagnosed and troubleshot hardware, software, and network issues.• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.• Responsible for all weekend computer operational procedures including backups, file server reboots, report generation, and monitoring the performance of company’s network.• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving.• Used ticketing systems to manage and process support actions and requests.• Researched and identified solutions to technical problems.• Tested new software and hardware prior to deployment.• Created user accounts and assigned permissions.